Money Advice Trust
Money Advice Trust choose DigiDesk for capturing Customer Feedback and leverage Advanced AI for real-time Automated Transcription.
Client
The Money Advice Trust is a national charity helping people across the UK to tackle their debts and manage their money with confidence.
They support individuals, the self-employed, small businesses, the free debt advice sector, and creditor organisations.
In 2022, they helped 140,980 people and received 1.87 million visits to their advice websites.
The Requirement
The Money Advice Trust needed to deploy a post-call IVR survey for over 100 advisors.
They required an automated survey with five questions, asking customers to rate their experience from 1–5 via the telephone keypad.
In addition, they wanted to give customers the opportunity to leave a verbatim comment at the end of the survey.
A key requirement was to leverage advanced Artificial Intelligence (AI) to automatically transcribe each customer comment, then use generative AI to provide concise summaries.
They also needed these summarised comments to populate a series of team and individual agent dashboards, showing real-time customer feedback.
The Solution
From the start of the project, we worked closely with the Money Advice Trust to help define a survey script, record voice prompts, and test the customer experience.
We provided a unique transfer number for each agent to enable individual and team-level tracking.
Finally, we trained all end users on the DigiDesk CSAT platform.
A series of real-time wallboards were set up to track question scores, agent performance, and key metrics such as NPS score.
All customer comments are automatically transcribed in real time through AI, populating interactive widgets to monitor sentiment, track key topics, and highlight trending keywords and phrases.
The Results
“The team at DigiDesk were knowledgeable, professional and highly responsive throughout the deployment of our CSAT solution.
We have been very impressed with the real-time feedback delivered by their solution, which has definitely helped motivate and engage our advisors.
We would highly recommend working with this innovative and dynamic team!”
Alex Cheshire // The Money Advice Trust
